Blog

3 Ways to Enhance Customer Experience in the Call Center

Feb 20, 2018 Jim Iyoob

Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers…

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Elements of Great Customer Experience

Feb 16, 2018 Patrick Reynolds

Providing great customer service is a top priority for most businesses, and for many businesses, providing great customer service can often be what gives them…

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Why Human Intelligence is Essential for Customer Loyalty

Feb 13, 2018 Jim Iyoob

In recent years Artificial intelligence has come to lead many call centers. It has grown to the point that when seasoned callers reach customer service…

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Screening your Employees

Feb 09, 2018 Veronica Chimney

Hiring the right people for the right position takes huge resources, if not done properly; it could cost the company more. There are several tools…

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Top 7 KPI’s to Measure Your Customer Experience Levels

Feb 07, 2018 Matt Rocco

Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key…

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Organizing Customer Support on Social Media the Right Way

Feb 05, 2018 Jim Iyoob

These days, social media and customer services are essentially one and the same. Companies are better able to take care of their customers, and customers…

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Understanding the Leadership Qualities that Lead to More Engaged Employees

Jan 24, 2018 Matt Rocco

One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team leaders, and consultants call upon…

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5 Things You Can Do to Become a Great Leader in the Contact Center

Jan 22, 2018 Jim Iyoob

Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader…

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How to BRAND Your Company through the Hiring Process

Jan 19, 2018 Veronica Chimney

At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have…

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How to Maintain Policy and Procedures for Effective Quality Analysis

Jan 17, 2018 Jim Iyoob

Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service.  Thus, monitoring is essential to keep…

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